Access Coordinator

Patient & Workplace Safety: 

• Employee has knowledge and understanding of patient and workforce safety as it relates to job duties.

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Patient Population:

• Demonstrates competency in the delivery of care and applies the knowledge to meet age-specific needs if applicable.

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Principal Duties and Responsibilities

• Knowledgeable of the continuum of services within Gilchrist and the community and able to match needs with services.

• Ensure customers queries are answered with the aim of a first-time resolution.

• Ensure that queries and follow up actions are responded to within agreed response times.

• Schedule visits for all inquiry and referral callers

• Follow policies and procedures for admissions management

• Schedule admission visits within required timeframe

• Maintain accurate pending referral list and communication

• Document all call information according to standard operating procedures.

• Dispatch visits to Access field staff, Hospital Liaison, and other service line providers ,

• Dispatch information and coordinate visit schedules for visiting pre-admission staff

• Facilitate processing of admission documents from referral call through transfer to appropriate care team

• Communicate prospective patient updates to appropriate referral sources timely and accurately

• Communicate with referral sources, DME, pharmacy and other vendors to process all certifications, orders, and required admission information

• Initiate LOAs for non-contracted facilities

• Coordinates patient services needs such as scheduling ambulance

• Coordinates Respite communications for all care teams

• Communication and coordination of IPU admissions and transfers

• Monitoring and processing requests sent to the Gilchrist Care Navigation email address

• Conducts exceptional follow through for and with customers.

• Demonstrates impeccable customer service and achieves targets for metrics. 

• Be able to identify and share trends in customer queries. 

• Handles complaints and concerns in a professional manner

• Enter prospective and admitted patient demographic information and status updates in the Epic database

• Obtain information and accurately complete all documentation, forms and logs for referral calls and admissions processing.  All data entered in to the Epic system

• Epic work queue use and management

• Help resolve referral and admissions management issues and complaints through direct communication with referral sources and Access admissions team.

• Verify Medicare benefits insurance and authorize care on weekends and after-hours.  Communicates with Gilchrist Eligibility Team patient accounting for updates

• Verifies physician licensure and obtains physician consents for care

• Elevates appropriate concerns to Access Manager.

• Ensures compliance with all state, federal and CHAP requirements

All roles must demonstrate GBMC Values:

Respect

I will treat everyone with courtesy. I will foster a healing environment.

• Treats others with fairness, kindness, and respect for personal dignity and privacy.

• Listens and responds appropriately to others’ needs, feelings, and capabilities.

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Excellence

I will strive for superior performance in every aspect of my work. I will recognize and celebrate the accomplishments of others.

• Meets and/or exceeds customer expectations.

• Actively pursues learning and self-development.

• Pays attention to detail; follows through.

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Accountability

I will be professional in the way I act, look and speak. I will take ownership to solve problems.

• Sets a positive, professional example for others.

• Takes ownership of problems and does what is needed to solve them.

• Appropriately plans and utilizes required resources for various job duties.

• Reports to work regularly and on time.

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Teamwork

I will be engaged and collaborative. I will keep people informed.

• Works cooperatively and collaboratively with others for the success of the team.

• Addresses and resolves conflict in a positive way.

• Seeks out the ideas of others to reach the best solutions.

• Acknowledges and celebrates the contribution of others.

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Ethical Behavior

I will always act with honesty and integrity. I will protect the patient.

• Demonstrates honesty, integrity and good judgment.

• Respects the cultural, psychosocial, and spiritual needs of patients/families/coworkers.

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Results

I will set goals and measure outcomes that support organizational goals. I will give and accept help to achieve goals.

• Embraces change and improvement in the work environment.

• Continuously seeks to improve the quality of products/services.

• Displays flexibility in dealing with new situations or obstacles.

• Achieves results on time by focusing on priorities and manages time efficiently.